Senior Director of Client Experience

Job Summary

Leading the Client Experience department, the full-time Senior Director of Client Experience will oversee a team managing over 320 clients, focusing on retention, communication standards, and operational efficiency in a remote environment.

Key Responsibilities

• Lead and hold accountable a team of Client Experience Managers and Client Success Assistants, ensuring clear expectations and performance monitoring
• Own client retention and lifetime value, proactively identifying at-risk accounts and implementing save plans
• Establish and maintain the department's messaging standards, ensuring clarity in client communications and reporting

Required Qualifications

• Experience in a rapidly growing digital marketing agency, ideally with annual revenues between $15 million and $30 million
• Background in SEO and digital marketing, with fluency in integrated offerings including paid ads and content
• Experience with local professional services clients, particularly in legal, dental, medical, or veterinary sectors
• Proven leadership experience managing teams, setting KPIs, and developing talent over at least ten years in client-facing roles
• Strong analytical skills and proficiency with CRM and project management tools, leveraging data for operational improvements